FAQ's

We will contact you to inform you of your order dispatch day - be sure to include correct contact details at the checkout. Generally, our dispatch days for shipping are on Tuesday, Wednesday, Thursday and Friday afternoons. 

Our carrier of choice is TNT. Our shipping calculator provides quotes under "Shipping + Warranty" and "Overnight Express" from TNT. We may trial other carriers from time to time and these will appear as additional options at the checkout. 

Yes - when you ship with our chosen carrier (TNT) your goods are covered by warranty. This will protect you from any damage that occurs in shipping. However, due to our bubble wrapping and use of Fragile stickers we have not experienced any damages.

In our experience with TNT, we have had damage occur in transit on two occasions. We take many precautions to ensure that the likelihood of damage is reduced - such as, bubble wrapping orders that are travelling long distances and affixing fragile stickers and safety notes, so that TNT's drivers know that special care is needed. Since we have started taking these precautions we have not had any further damages. If damage does occur we use warranty to cover it. 

We will ask you to take lots of photos of the damage including to the packaging before you open the boxes. We will submit a warranty claim to TNT and then we will work with you to resolve the problem. This will entail a refund, replacement or repair - depending on the type of damage, extent of damage, location of the damage and so on. We will ensure that damages are resolved to our customer's satisfaction. 

Yes. If you would like to organise your own shipping you can consult with us to organise it. Please do not organise your shipping without first notifying us. We have provided the dimensions of all flat packs on our product pages under the 'Specifications' tab.

You can obtain other shipping quotes on the Interparcel website as a start. To get a quote you will need the pick up postcode 4031 and the package dimensions - refer to 'Specifications' then 'Flat Pack Dimensions' on the product page. Please note, you will need to ensure the quotes are from carriers that ship oversize boxes if you are ordering a cot and mattress as these boxes are 135 cm long.

Please contact us via our Enquiry web form or email us directly for service@cloud9babybedrooms.com.au if you have any questions, or you require clarification of any of our Shipping FAQ's.

We also welcome your feedback if you would like to offer any suggestions for improvements to our Shipping procedures.

Yes, we offer Lay-Buy as a payment option.

If you would like to set up a Lay-Buy, simply go to the check out with the product you wish to purchase (including shipping costs, if required) then select 'Lay-Buy' as the payment method and follow the prompts to set up your Lay-Buy. We will then contact you to set up your payment schedule. We will also email you the Lay-Buy agreement and terms and ask you to respond with "I have read and agree to the payment plan and lay-by terms and conditions" - this is a legal contract under the Consumer Rights Act and your agreement is a substitute for your signature.

To set up a Lay-Buy agreement that suits you, we will ask you the following questions:

- what is your due date?

- what month do you aim to collect your order from us?

- what is your preferred payment frequency (weekly/fortnightly/monthly)?

When you set up your Lay-Buy you will select an initial deposit and you will also select a payment schedule. Payments are then processed on the scheduled dates that you set.

Lay-Buy Financial Solutions Pty Ltd trading as www.lay-buys.com charge an admin fee, which is a once-off 1.9% of the total order value at checkout. The buyer will pay this amount to Lay-Buys at the checkout at time of paying the deposit. This fee is an admin fee and is therefore not refundable. This small fee is not paid to Cloud 9 Baby Bedrooms Pty Ltd and is therefore not refundable.

Yes. A $25 cancellation fee will be recovered from your refund if you terminate your Lay-Buy. This fee covers the processing of any payment/s you have made, as well as any storage fees for holding goods. We will waiver this fee if your cancellation is our fault (for example, if we cannot supply pre-ordered goods on time that you have purchased via Lay-Buy). 

You get to choose the length of your Lay-Buy when you set it up at the checkout. In total, there is a maximum time frame of 9 months for all Lay-Buy's.

Yes. You will be asked to make a deposit of 10%-50% (you decide) when you set up your Lay-Buy.

We reserve the right to cancel your order and refund your Lay-Buy only where you have not made the agreed minimum payments by the agreed times. You reserve the right to cancel your order for any reason and at any time.

Your minimum repayment will be based on the total cost of your order plus shipping (if required), your due date and the frequency (weekly/fortnightly/monthly) with which you have selected to pay. This will be outlined in your lay-by agreement and it will be sent to you via email.

Yes. Your Lay-Buy will include all of the costs associated with your order.

Please contact us via our Enquiry web form or email us directly for service@cloud9babybedrooms.com.au if you have any questions, or you require clarification of any of our Lay-Buy terms.

We also welcome your feedback if you would like to offer any suggestions for improvements to our Lay-Buy terms.

Yes. All of the items are exactly the same colour. They are manufactured in the same factory and made with the same materials and coatings including paints and varnishes. Some of our items may appear to be different colours on our website due to being photographed in different environments with slightly different lighting, or with different cameras and by different photographers etc.

Seems like an odd question, however it is a valid one when shopping online!

Yes. The white furniture is 'white'. It may appear off-white, grey, cream coloured etc in some of the photos used on our website due to differences in lighting, in cameras and some customer photos may have been edited with filters also.

Yes. The 5 in 1 Sleigh Cot has a drop side rail at the front, so you can lower the side when lifting your baby in and out of the cot.

Yes. All of our cots have a high mattress base or newborn position and a low mattress base for your older baby and toddler. 

Yes. A toddler rail conversion kit is included in the cot box. A good place to store it is underneath or behind the cot until you need it.

We are very approachable here at Cloud 9 Baby Bedrooms and we're open to answering any question you may have. If you think there's an important question that we've missed here, we always welcome customer feedback - simply email us for service@cloud9babybedrooms.com.au or call us on 0428847539.  

When you elect to pick-up your order from the warehouse we will contact you via email or text message to arrange a time for pick-up.

You will need an SUV with the seats folded forward, a van, ute, trailer or other vehicle with capacity to carry large boxes. All of our flat pack dimensions are listed on each product page under 'Specifications' then 'Flat Pack Dimensions'. You can also refer to our customer photos on our Facebook page or Instagram page to get a sense of the size of our un-assembled furniture packages...don't forget to like and follow us while you're there!

Currently the warehouse is not a walk-in facility. We will meet you there at an arranged time. You can use our Enquiry web form on the Homepage to arrange a time. Or simply email, call or text us.

 If you wish to view our display prior to purchase, we generally arrange for this on weekends (usually Saturday's at 3 or 4 pm). We can also arrange a viewing time on Tuesday, Wednesday or Thursday usually at 9 am if a weekday is preferable. If none of these times suit, we are open to negotiating a different time.

If you have already paid for your goods and do not need an additional viewing time, we generally arrange for this at the aforementioned times, as well as every weekday afternoon between:

3.30pm - 4:00pm

Please note: All pick-up times must be arranged to ensure the warehouse is attended by us.

Yes. We do require confirmation of your collection via text message. If you need us to meet you at the warehouse on weekends we require you to confirm via text message the day before collection or at least 6 hours prior to arrival on the same day. If you need to cancel your weekend pick-up please let us know with as much notice as possible and we will re-arrange a time. When you text your confirmation, we will text you our directions along with photos to help find us.

The address for the warehouse is Building 1, 75 Araluen Street, Kedron, QLD, 4031. Kedron is in North Brisbane, near Chermside Westfield.

Once you enter Araluen Street, you will see the industrial area to your right. Drive almost to the end of the street and turn right into the last driveway. (TIP: many customers turn right into the second last driveway as they see '75' on the gate...keep driving to the last driveway). We are then the first warehouse with a large roller door under a high metal "truck-height" awning.

We will also text you these directions for convenience when you confirm your collection time.

Feel free to call us on 0428847539 for help.

Park near our entrance inside the black gate. Keep to the left side - as this is a (sometimes busy) road.

Yes. If you would like to visit our warehouse to inspect the furniture before you purchase simply email us for service@cloud9babybedrooms.com.au to arrange a viewing time. You can also arrange a time via our Enquiry web form found on our Homepage, or simply text us or call us on 0428847539.

Yes. Our display is at a warehouse, not a shop, so we do not have staff there at all times. We will meet you there at an agreed time.

No. We do not have a store, we have a warehouse. We are happy to meet you there if you would like to view our nursery furniture range or collect your order. Simply arrange a time via our Enquiry web form on our Homepage, or email us for service@cloud9babybedrooms.com.au or text or call on 0428847539. 

Yes. If we have the items you are wanting in stock you can purchase it and take it home on the same day.